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Position Details Job order - J1017-0256 - Permanent Full Time Title Quality Assurance Supervisor Category Administration City San Antonio, Texas, United States Job Description Quality Assurance Supervisor Position Description The quality assurance supervisor provides the candidate an opportunity to enter into CGI’s BPO leadership structure. The candidate will work across all aspects of the CRC project and engage with other leaders in a fast paced atmosphere. Your future duties and responsibilities • The supervisor will work with other supervisors and managers, including those in remote locations, to create a cohesive and comprehensive environment and ensure any new and/or updated materials involving the project are implemented and communicated to their team members. • The supervisor will coach the members on any identified areas needing improvement. • The supervisor will be responsible for the day-to-day activities involving their team such as monitoring attendance, mentoring, providing project knowledge, escalating issues in a timely manner, attending and actively taking part in product improvement meetings, scheduling to ensure adequate and appropriate coverage during peak or high volume periods • The supervisor will also be expected to set future member expectations and perform quarterly and annual member performance evaluations to include MSAP review meetings. Required qualifications to be successful in this role • 2 years of relevant experience • Assist the Quality Assurance Officer in monitoring adherence to Statements of Work (SOW) / Standard Operating Procedures (SOPs), which includes call monitoring, reviewing artifacts and outgoing correspondence as well as and ensuring the timely and comprehensive completion of the independent quality reviews. • Assist in the implementation of corrective actions and follow-ups to ensure that expected outcomes are achieved from quality reviews. • Respond quickly to ad hoc requests for ad hoc quality reviews. • Lead QA planning activities, including development of the QA work plan/schedule. • Identify and implement applicable best practices under terms of contract and ensure consistent, standard execution of operational activities and quality reviews. • Assist with gathering results from QA program activities and develop QA reports and metrics to meet internal and external reporting requirements. • Collaborate with the Training, Development, and Outreach (TDO) department to recommend training updates when there are specific trends identified during quality audits. • Supervise a team of consultants and QA case workers to include ensuring internal audits are performed to standard and within specified timeframes. • Collaborate with department leaders concerning member performance and QA metrics • Conduct weekly QA meetings • High school diploma/GED Desired qualifications: • Knowledge of Lean Six Sigma best practices and methodologies • ISO 9001:2008 Quality Management System Internal Auditor certification • Certified Team Supervisor (CTS) Training and Certification • The ability to interpret Group Health Plan (GHP) and Non-Group Health Plan (NGHP) documents Build your career with us. It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create. Be part of building one of the largest independent technology and business services firms in the world. Learn more about CGI at www.cgi.com. No unsolicited agency referrals please. CGI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information. Skills Analytical Thinking Business Acumen Communication (Oral/Written) Detail-oriented Problem Solving/DecisionMaking Quality Assurance/QA Strategy Reference 576272 Click here to apply